Effective 2026-10-22 · All versions
Data Portability
Terms defined in the Terms of Service (for self-serve subscriptions) or Subscription Agreement (for sales-assisted subscriptions), the Data Processing Agreement, and the Data Handling Terms, have the same meaning in this document.
1. Overview
NeoSpline supports export of customer data in a structured, commonly used, machine-readable format. This document describes the categories of data that are exportable, the categories that are excluded, and the process for requesting an export.
This document supports customer data portability and switching in accordance with the EU Data Act (Regulation (EU) 2023/2854), including the exhaustive specification of exportable data and the categories specific to NeoSpline's internal service functioning that are exempted where a risk of breach of trade secrets exists. This document forms part of the Agreement (see Terms of Service Section 10 and Subscription Agreement Section 9, "Switching and Data Portability").
2. Export Process
Customers may request an export by contacting support@neospline.ai. NeoSpline will verify the requester's authority to act for the relevant account or organization before producing an export.
Exports are fulfilled as a structured, machine-readable archive in the format described in Section 3, free of charge, for all subscription tiers.
Export requests are fulfilled without undue delay and within the time period required by applicable law and the Agreement.
NeoSpline does not charge for data exports or switching. Exercising switching rights does not relieve a customer of payment obligations for any committed subscription term — see Terms of Service Section 10 and Subscription Agreement Section 9.
Switching Timelines
Where a customer initiates the switching process under the Agreement, the following timelines apply, as set out in the Terms of Service Section 10 and Subscription Agreement Section 9:
| Step | Period |
|---|---|
| Notice period | Maximum two months from the switching request |
| Transitional period | Maximum 30 calendar days (extendable where technically unfeasible, with justification, up to seven months) |
| Retrieval period | Minimum 30 calendar days after the end of the transitional period, during which exportable data remains available |
| Erasure | After the retrieval period expires and switching is complete, exportable data and digital assets are erased |
3. Export Format
Unless otherwise agreed, exports are provided in a structured, commonly used, machine-readable format. Structured records — such as conversation history, account and organization configuration, and user-visible settings — are provided as JSON. Image data is provided in a standard image format.
This document is the online register of exportable-data structures, formats, and interoperability specifications for the purposes of Article 26(b) of the Data Act. Sections 3 and 4 describe the exportable categories and the format in which each is provided.
NeoSpline does not guarantee that exported data can be imported into a third-party product with identical functionality. The export is designed to be parseable and usable by the customer or a destination provider using this document.
4. Exportable Data
The following categories are exportable where they exist in NeoSpline systems for the relevant customer account or organization.
| Category | Export scope | Format |
|---|---|---|
| Product Account Data - organization profile | Organization display name and basic account identity | JSON |
| Product Account Data - user/member roster | Current users associated with the customer organization, including invitation status, excluding internal identity-provider identifiers | JSON |
| Product Account Data - Audit Records | Customer-visible organization administrative Audit Records (governance history), using the customer projection that omits NeoSpline operator identity | JSON |
| Customer Content - conversations | User messages, assistant responses, user-visible errors, and user-visible tool/result display records | JSON |
| Customer Content - file attachments | User-uploaded images, documents, and other files attached to chat messages | Base64 within conversation JSON |
| Customer Content - interaction viewport images | User-originated or AI-triggered viewport images stored as part of the customer interaction record; retained and backed up with conversation history | Base64 within conversation JSON |
| Customer Content - service quality viewport images | Automatically captured viewport images used for service quality monitoring | PNG image files |
| Account entitlement summary | Current subscription/credit entitlement summary needed to understand the account state | JSON |
| Usage summary | User-visible usage records such as transaction identifier, credit cost, and settlement time | JSON |
5. Excluded Data
The following categories are not included in standard data portability exports.
| Category | Examples | Reason |
|---|---|---|
| Processing Data | Metadata about CAD model changes, spatial analysis results, collision cache entries, internal data representations (spatial proxies), internal processing artifacts, agent orchestration scripts and tool invocation records (internal scripts and raw tool-call arguments/results not shown to the customer) | Specific to NeoSpline's internal service architecture and may reflect proprietary processing methods |
| Internal AI/tool orchestration assets | System prompts, tool schemas, provider request IDs, internal telemetry | Internal service operation, security, and proprietary method protection |
| Internal billing ledger details | Internal pricing calculations, margin and breakage accounting, grant deduction ledger, internal admin notes | Accounting and internal financial records; customer receives user-visible billing/usage summaries instead |
| Security and authentication internals | Identity-provider identifiers, idempotency keys, invitation codes, activation internals, security logs, abuse-monitoring metadata | Security, fraud prevention, and access-control integrity |
| Operational metadata | Row update timestamps, soft-delete timestamps | Internal operation and lifecycle management |
| Third-party operational records | BetterStack logs, Auth0 raw event logs, payment processor internal records | Service Data or third-party controller/processor records governed by their own retention and access processes |
Where a category contains both exportable Customer Content and excluded internal data, NeoSpline exports the Customer Content portion and omits or redacts the excluded portion.
6. Infrastructure Jurisdiction and Government Access
In accordance with Article 28 of the Data Act:
Infrastructure jurisdiction. NeoSpline's ICT infrastructure for the Services is subject to the jurisdiction of Denmark and the European Union. Infrastructure providers and their jurisdictions are listed in the Sub-Processor List.
Measures preventing unlawful governmental access. NeoSpline implements the following measures to prevent unlawful third-country governmental access to non-personal data held in the EU: data at rest is encrypted (AES-256); access requires authenticated, role-based authorization; NeoSpline reviews all governmental and law-enforcement requests for legal validity before disclosure; and where an Enterprise Addendum applies, NeoSpline will notify the Customer of any such requirement before disclosure unless legally prohibited, consistent with the disclosure-notification obligation in the Data Processing Agreement (§7.10).
7. Limitations
Data portability does not require NeoSpline to disclose proprietary source code, algorithms, models, system prompts, internal processing pipelines, internal billing logic, security controls, or trade secrets.
Exports cover data available in live production systems at the time the request is processed. Data that has been deleted from live systems and exists only in encrypted backup or disaster-recovery copies is not restored for export or portability purposes. If backup data is restored for disaster-recovery reasons before backup expiry, NeoSpline will re-apply the applicable deletion or export state.
For Personal Data requests under GDPR, NeoSpline assists the relevant Customer as described in the Data Processing Agreement. Where you use the Services as a Consumer (for personal use), NeoSpline is the controller of your Personal Data; you may exercise your GDPR rights of access and portability directly by contacting privacy@neospline.ai, as described in the Privacy Policy. GDPR data subject rights apply to Personal Data, not to non-personal business/design data as such.
8. Contact
For data export or switching requests, contact:
For Personal Data requests under GDPR (access, portability, erasure), contact privacy@neospline.ai.